Refund and Returns Policy

This Refund and Returns Policy applies to all products purchased from Wood Architects MB (hereinafter “Wood Architects”, “we”, “us”, or “our”). As a manufacturer of premium saunas, we distinguish between custom-made products and standard catalogue items. Please read this policy carefully before placing your order.

1. Custom-Made and Made-to-Order Products

Our luxury saunas are manufactured to order and customised to your specifications, including dimensions, wood species, glass configurations, and internal layouts.

Custom-made products are non-refundable and cannot be returned, in accordance with EU Directive 2011/83/EU, Article 16(c), which exempts goods made to the consumer's specifications or clearly personalised from the right of withdrawal.

This exclusion applies to all bespoke saunas, including cube saunas, barrel saunas, and any product manufactured with customer-specified modifications.

2. Standard Products and Accessories

For standard catalogue products and accessories (e.g., sauna stoves, replacement parts, accessories) that are not custom-made:

• You have the right to withdraw from the purchase within 14 days of receiving the goods, without giving any reason, in accordance with EU consumer protection law.
• To be eligible for a return, the item must be unused, undamaged, and in its original packaging with all labels and seals intact.
• A valid proof of purchase (invoice or order confirmation) is required.

How to request a return

To initiate a return, please contact us within 14 days of delivery:

• Email: info@woodarchitects.eu
• Include your order number, product name, and reason for return

Do not ship products back without prior authorisation. Unauthorised returns may be refused.

3. Defective or Damaged Goods

All products are carefully inspected before dispatch. However, if you receive a product that is defective or damaged during transport, you are entitled to a repair, replacement, or full refund under the EU Consumer Sales Directive.

Reporting damage

• Inspect immediately — Check all items upon delivery. If the packaging shows visible signs of damage, note this on the carrier's delivery receipt before signing.
• Report within 48 hours — Contact us within 48 hours of delivery with a description of the damage and clear photographic evidence (photos of the packaging, the damaged item, and shipping labels).
• Do not install — Do not proceed with installation of a damaged product. This may void your right to a claim.

We will assess the damage and offer a suitable resolution — repair, replacement part, full replacement, or refund — at our discretion and in accordance with your legal rights.

4. Warranty Claims

For defects that appear after delivery and installation, please refer to our warranty terms outlined in the Terms and Conditions. Warranty claims are handled separately from returns and are subject to inspection.

5. Refund Process

Once we receive and inspect your returned item or assess your damage claim:

• We will notify you via email of the approval or rejection of your refund within 5 business days of inspection.
• Approved refunds will be processed to your original payment method within 14 business days.
• Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.

Late or missing refunds

If you have not received your refund within the expected timeframe:

1. Check your bank account or payment provider statement
2. Contact your credit card company or bank — processing times vary by institution
3. If you have completed these steps and still have not received your refund, please contact us

6. Shipping Costs

• Defective or incorrectly shipped goods: We will cover all return shipping costs.
• Change-of-mind returns (non-custom items): You are responsible for the cost of return shipping. Original shipping charges are non-refundable.
• We recommend using a trackable shipping service and purchasing shipping insurance for returned items. We cannot be held responsible for items lost or damaged during return transit.

7. B2B and Distributor Orders

Orders placed under a distributor agreement or B2B wholesale terms are governed by the specific terms of that agreement. The consumer right of withdrawal does not apply to B2B transactions. Please refer to your distributor contract for applicable return and refund provisions.

8. Contact Us

For any questions regarding refunds and returns, please contact us:

• Email: info@woodarchitects.eu
• Address: Bičiulių g. 9, Budrikai, 96320 Klaipėdos r. sav, Lithuania